Decoding the top 5 cybersecurity risks of generative AI

  Managed Customer Service Introduction Customer expectations have changed dramatically. Today’s customers want fast responses, consistent support across channels, and personalised interactions — without delays or repeated explanations. For many businesses, managing all this in-house can be complex, expensive, and resource-intensive. This is where  Managed Customer Service  comes in. It allows companies to outsource customer support operations to specialised service providers who handle people, processes, technology, and performance — while the business focuses on growth and innovation. What Is Managed Customer Service? Managed Customer Service is a model where a third-party provider takes full or partial responsibility for a company’s customer support operations. This includes managing customer interactions across multiple channels such as voice, email, chat, social media, and messaging platforms. Unlike traditional outsourcing, managed customer service is more strategic...

  Customer Experience (CX) In today’s competitive digital world, products and prices alone no longer decide who wins a customer. What truly sets brands apart is  how customers feel at every interaction  — from the first website visit to post-purchase support. This overall perception is known as  Customer Experience (CX) , and it has become one of the strongest drivers of business growth. Let’s break down what CX really means, why it matters, and how businesses can improve it. What Is Customer Experience (CX)? Customer Experience (CX) refers to the  entire journey a customer has with a brand  across all touchpoints — online and offline. It includes: Browsing a website or app Talking to customer support Receiving a product or service Using the product After-sales service and follow-ups CX is not just about one interaction. It’s about the  emotions, convenience, and trust  customers build over time. In simple terms: 👉  CX is how customers feel ...

  Conversational Intelligence In today’s digital-first world, conversations between businesses and customers happen everywhere — on calls, chats, emails, social media, and even voice assistants. But simply talking to customers isn’t enough anymore. Businesses need to  understand conversations, extract insights, and act on them in real time .  This is where  Conversational Intelligence  comes in. Let’s break down what Conversational Intelligence is, why it matters, and how businesses are using it in the real world. What Is  Conversational Intelligence ? Conversational Intelligence (CI)  is the use of  AI, machine learning, and natural language processing (NLP)  to analyze, understand, and improve conversations between humans. It captures and interprets customer interactions across voice and digital channels to identify: Customer intent Sentiment and emotions Conversation patterns Agent performance Key business insights In simple terms, Convers...